Mary Ellen "Ellie" Fields

Work History

Client Management Representative

American Express GBT

Jersey City, NJ

10.2007 - Current

FConferred with customers about concerns with products or services to resolve problems and drive sales.
Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Introduced clients to available online resources and services to increase convenience.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Responded to customer requests, offering excellent support and tailored recommendations to address
Responded to clients' questions, issues and complaints and implemented appropriate solutions.
Increased efficiency and team productivity by promoting operational best practices.
Investigated and resolved accounting, service and delivery concerns.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
Cross-trained and backed up other customer service managers.
Identified, researched and resolved billing variances to maintain system accuracy and currency.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered.
Coordinated with various internal departments to resolve service problems and boost client satisfaction.
Ensured vendor programs and contracts were filed and loaded correctly

Independent Business Owner

Potter's Wheel Bookstore

Medford, NJ

07.2002 - 07.2007

Start-up and operated small, independent bookstore; including marketing, purchasing, sales
Hired and supervised training of two employees
Used QuickBooks to maintain files, POS, and administrative records.
Applied interpersonal and communication skills to establish selling relationship with customers.
Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Processed information and merchandise through POS register system.
Stocked merchandise, clearly labeling items, arranging according to size or color and preparing attractive displays.
Assisted customers by answering questions and fulfilling requests.
Listened to customer needs and desires to identify and recommend optimal products.
Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.

Corporate Travel Account Manager

Rosenbluth International

Cherry Hill, NJ

06.1987 - 09.2001

Prepared necessary travel documentation for national trips to diverse locations.
Worked closely with top executives and assistants to meet compliance with strict business schedules.
Contributed to development and implementation of travel booking processes, procedures and systems to reduce costs
Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Provided and analyzed reports regarding travel spend, offering cost savings suggestions
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Supervised 20+ travel agents in providing excellent customer service to callers requiring corporate travel

Summary

Overview

Work History

Client Management Representative

Independent Business Owner

Corporate Travel Account Manager

Education

No Degree - Microsoft Office

Skills

Work Availability

Interests

Timeline

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